Escalation Manager

Job Summary

As a strategic Escalation Manager, this full-time position will own the lifecycle of high-stakes enterprise account escalations, guiding critical customer crises to resolution while working cross-functionally with Go-To-Market teams and technical organizations.

Key responsibilities

• Orchestrate the Escalation Lifecycle by serving as the single point of contact for enterprise account crises and driving cross-functional alignment
• Bridge the gap between Go-To-Market teams and technical organizations by acting as a strategic liaison and translating complex technical challenges
• Decisively mobilize resources in ambiguous situations, assessing impacts and deploying necessary engineering or support resources independently

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability, system architecture, and APIs, translating these concepts into business impacts
• Exceptional communication skills to convey complex technical challenges to non-technical stakeholders
• Demonstrated crisis management abilities with high emotional intelligence to de-escalate tense situations
• A root-cause mentality focused on identifying and fixing underlying process or product gaps